I85PREP
⌘ K
Odisha CHSE +2 Vocational Counter Sales Executive study materials
Odisha CHSE +2 Vocational Counter Sales Executive study resources

Odisha CHSE +2 Vocational Counter Sales Executive practice questions

One question at a time. Build your Odisha CHSE +2 Vocational Counter Sales Executive understanding.

First 50 of 200 questions. Each one lists the choices, the correct answer, and an explanation. The checker at the top of this page saves progress in this browser when it is available.

Continue in the practice tool above to load more questions, 50 at a time.

Question 1Fundamentals of Retailing and Retail Formats

A Counter Sales Executive in a small Odisha town sells a customer a single packet of biscuits and notes that the shop earns only a few paise on it. Which feature of retailing does this best illustrate?

  1. Retailers manufacture goods before selling them
  2. Retailers fix prices only after government approval
  3. Retailers break bulk into small quantities for final consumers Correct answer.
  4. Retailers sell mainly to other retailers in large lots

Explanation

Retailing is the last stage of distribution, where goods are sold in small quantities to final consumers for personal use. Breaking bulk allows a shop to earn a small margin on each unit while serving many buyers daily.

Question 2Fundamentals of Retailing and Retail Formats

A customer buys a mobile phone from a retail store for personal use. In the distribution chain, the shop that sold it is best described as:

  1. A manufacturer's raw material supplier
  2. The final link between producer and consumer Correct answer.
  3. A wholesaler linking producers and retailers
  4. An agent who never takes ownership of goods

Explanation

The retailer sits at the end of the channel and deals directly with the ultimate consumer. Ownership of the goods passes to the retailer before resale, which distinguishes it from a mere agent.

Question 3Fundamentals of Retailing and Retail Formats

A shop in Bhubaneswar stocks shirts, trousers and school uniforms under one roof but organises them by size and brand. Which retail format is this?

  1. Single-line specialty store
  2. General merchandise store Correct answer.
  3. Factory outlet
  4. Convenience store

Explanation

A general merchandise store carries several product categories under one roof while grouping them by department or line. Its breadth across categories separates it from a specialty store that concentrates on one line.

Question 4Fundamentals of Retailing and Retail Formats

A retail outlet occupies a large floor area, offers self-service, keeps food and non-food items on open shelves and provides trolleys and billing counters. This format is:

  1. A specialty boutique
  2. A supermarket Correct answer.
  3. A kiosk
  4. A weekly haat

Explanation

A supermarket is a large self-service store selling a wide mix of food and household goods with trolleys and central billing. The self-service layout and wide assortment are its defining features.

Question 5Fundamentals of Retailing and Retail Formats

A Counter Sales Executive must decide where to place impulse items such as chocolates and chewing gum. Which placement best supports the store's sales objective?

  1. In a locked cabinet behind the counter
  2. Near the billing counter at eye level Correct answer.
  3. In the stockroom with the reserve stock
  4. On the topmost shelf of the far aisle

Explanation

Impulse goods sell when seen at the point of purchase, so the billing counter is the standard location. Placing them at eye level near the till converts waiting time into unplanned purchases.

Question 6Fundamentals of Retailing and Retail Formats

Which statement correctly describes the difference between organised and unorganised retailing in India?

  1. Organised retail operates through licensed, branded and structured outlets Correct answer.
  2. Unorganised retail is illegal under Indian law
  3. Unorganised retail sells only imported products
  4. Organised retail is always owned by the government

Explanation

Organised retailing refers to licensed, professionally managed outlets with standard practices, branding and accounting systems. Unorganised retailing covers traditional independent shops and street vendors that are legal but operate informally.

Question 7Fundamentals of Retailing and Retail Formats

A customer looking for a cheap, no-frills purchase of a single bedsheet walks into a store where goods are piled on tables and there is minimal display or service. Which format does this match?

  1. Specialty store
  2. Department store
  3. Discount store Correct answer.
  4. Convenience store

Explanation

A discount store competes on price by offering limited service, simple fixtures and high-volume turnover. Piled merchandise with minimal display is typical of that low-cost operating model.

Question 8Fundamentals of Retailing and Retail Formats

Which element of the retail mix deals with deciding the assortment of brands and the depth of each product line a shop will carry?

  1. Promotion
  2. Store location
  3. Store atmosphere
  4. Merchandise management Correct answer.

Explanation

Merchandise management covers selecting the range, depth and brands of products a retailer stocks and how they are replenished. Assortment decisions belong to this element rather than to location or promotion.

Question 9Fundamentals of Retailing and Retail Formats

A small grocery shop owner wants to reduce the risk of stock-outs on fast-moving items while avoiding excess capital tied up in slow movers. Which practice addresses both concerns?

  1. Ordering the same quantity of every item each month
  2. Classifying items by sales frequency and setting reorder levels accordingly Correct answer.
  3. Stopping purchase of all slow-moving items permanently
  4. Buying only when a customer places a specific order

Explanation

Classifying stock by movement and fixing reorder levels keeps fast movers available without overstocking slow items. This balances service level against the working capital locked in inventory.

Question 10Fundamentals of Retailing and Retail Formats

In retail terminology, 'shrinkage' most accurately refers to:

  1. Discount offered to customers during a festival sale
  2. Loss of stock value due to theft, damage or administrative error Correct answer.
  3. Reduction in the physical size of a store after renovation
  4. Reduction in the number of employees in a season

Explanation

Shrinkage is the gap between recorded stock and actual stock caused by theft, breakage, spoilage or paperwork mistakes. It is measured in value and directly reduces the retailer's margin.

Question 11Fundamentals of Retailing and Retail Formats

A store manager notices that customers often walk past a newly launched premium product because it sits on a bottom shelf in a dim corner. Which retail principle is being violated?

  1. The principle of cash-flow matching
  2. The principle of bulk purchasing
  3. The principle of vendor rating
  4. The principle of visual merchandising and shelf visibility Correct answer.

Explanation

Visual merchandising uses shelf height, lighting and placement so that products are seen and reached easily. A dim bottom-shelf position hides the product from the customer's natural line of sight.

Question 12Fundamentals of Retailing and Retail Formats

Which of the following best explains why a retailer's location decision is treated as a long-term strategic choice?

  1. Government rules fix the location of every retail shop
  2. Location cannot be changed easily and shapes the customer catchment for years Correct answer.
  3. Location decisions are taken daily by the sales counter staff
  4. Rent is always the lowest cost item in retail

Explanation

A location involves long leases and heavy fit-out spending, so it locks the retailer into a catchment for years. The customer base, footfall and competition around that site then shape sales for the life of the lease.

Question 13Fundamentals of Retailing and Retail Formats

A retail chain wants to sell its products through a website as well as its physical shops, allowing customers to order online and collect in store. This approach is called:

  1. Omnichannel retailing Correct answer.
  2. Wholesale distribution
  3. Direct selling
  4. Single-channel retailing

Explanation

Omnichannel retailing integrates physical stores, websites and apps so customers can move seamlessly between them. Ordering online and collecting in store is a classic example of that integration.

Question 14Fundamentals of Retailing and Retail Formats

A Counter Sales Executive finds that a customer is comparing the same product across two nearby shops. Which factor is most likely to influence the customer's final choice at the counter?

  1. The price, availability and service experienced at the counter Correct answer.
  2. The size of the wholesaler's warehouse
  3. The colour of the shop's accounting ledger
  4. The number of years the salesperson has worked in retail

Explanation

At the point of sale, customers weigh price, immediate availability and the quality of service they receive. These are the factors a counter executive can directly influence.

Question 15Fundamentals of Retailing and Retail Formats

Which of these is a correct example of a non-store retailing format?

  1. A kirana shop on a village main road
  2. A vending machine installed at a railway station Correct answer.
  3. A garment showroom inside a shopping mall
  4. A vegetable stall in a municipal market

Explanation

Non-store retailing reaches customers without a conventional shop floor, through vending machines, e-commerce, direct selling or catalogue orders. A vending machine sells goods at the point of use without a sales staff or shop.

Question 16Fundamentals of Retailing and Retail Formats

A retailer's gross margin is calculated as sales revenue minus which figure?

  1. Income tax payable
  2. Operating expenses such as salaries and rent
  3. The cost of goods sold Correct answer.
  4. Depreciation on fixtures

Explanation

Gross margin equals net sales minus the cost of goods sold, showing the trading spread before overheads. Operating expenses and tax are deducted later to arrive at net profit.

Question 17Fundamentals of Retailing and Retail Formats

A shopkeeper in a semi-urban market keeps limited stock of many categories, stays open from early morning to late night and sells on cash terms mostly. Which format is being described?

  1. A kirana or neighbourhood convenience store Correct answer.
  2. A shopping mall
  3. A category killer store
  4. A hypermarket

Explanation

The kirana store is small, close to the customer, long-hours and offers a limited range of many daily categories on cash or informal credit. Its strength is proximity and convenience rather than deep assortment.

Question 18Fundamentals of Retailing and Retail Formats

Why does a retailer often prefer to buy from a wholesaler rather than directly from a distant manufacturer?

  1. Wholesalers take over the retailer's selling function
  2. Wholesalers supply smaller quantities and reduce the retailer's storage burden Correct answer.
  3. Wholesalers always sell below the manufacturer's cost
  4. Wholesalers guarantee that goods will never be returned

Explanation

Wholesalers break bulk and supply assortments in smaller lots, which suits a retailer's limited space and capital. This reduces storage burden and the risk of unsold stock.

Question 19Fundamentals of Retailing and Retail Formats

A store wants to measure whether its promotional offer increased the number of customers who bought something after entering. Which metric is most relevant?

  1. Conversion rate Correct answer.
  2. Floor area per employee
  3. Number of suppliers empanelled
  4. Average inventory holding period

Explanation

Conversion rate compares the number of transactions with the number of visitors, showing how well footfall is turned into sales. It is the direct measure of whether an in-store promotion changed buying behaviour.

Question 20Fundamentals of Retailing and Retail Formats

Which situation best illustrates the retail service of 'after-sales support'?

  1. A cashier issuing a bill for the purchase
  2. A shop advertising a discount in a local newspaper
  3. A store arranging delivery and installation of a purchased refrigerator Correct answer.
  4. A salesperson greeting a customer at the entrance

Explanation

After-sales support covers services provided once the sale is complete, such as delivery, installation, warranty and repair. Arranging delivery and installation of a refrigerator fits that definition.

Question 21Fundamentals of Retailing and Retail Formats

A retailer stocks a deep range of one product category, such as only sports goods, at competitive prices and with trained staff. This format is best called:

  1. A convenience store
  2. A specialty store Correct answer.
  3. A discount store
  4. A departmental store

Explanation

A specialty store concentrates on one category with depth of assortment and knowledgeable staff. Narrow focus with deep range is its defining combination, unlike stores that spread across categories.

Question 22Fundamentals of Retailing and Retail Formats

A store's sales rose by 20 per cent this year, but its inventory also rose by 20 per cent while the number of customers remained the same. What is the most reasonable inference?

  1. The store is converting more visitors into buyers at higher value
  2. The store's operating costs must have fallen
  3. The store is holding proportionately more stock without serving more customers Correct answer.
  4. The store has reduced its working capital requirement

Explanation

Sales growth matched by equal inventory growth while footfall stays flat points to more stock tied up per customer. This raises holding cost and risk of obsolescence even though revenue looks higher.

Question 23Fundamentals of Retailing and Retail Formats

Under the Consumer Protection Act, 2019, a customer who is sold a defective product by a retailer can seek redressal primarily because the Act:

  1. Fixes the maximum retail price of every product
  2. Provides for consumer rights and redressal forums Correct answer.
  3. Requires all shops to be owned by companies
  4. Bans the sale of goods through physical stores

Explanation

The Consumer Protection Act, 2019 protects consumer rights and provides a redressal mechanism through district, state and national commissions. A buyer of defective goods can therefore seek relief under it.

Question 24Fundamentals of Retailing and Retail Formats

A retailer wants to decide whether to keep a slow-moving line that a few loyal customers still ask for. Which analysis is most useful for this decision?

  1. Reviewing the rent paid for the store building
  2. Comparing the contribution margin and customer loyalty value of the line against the shelf space it occupies Correct answer.
  3. Checking the number of hours the shop remains open
  4. Counting the total number of employees in the store

Explanation

The decision turns on the margin the line contributes and the loyalty it earns relative to the shelf space it consumes. Shelf space is a scarce resource, so it should go to lines with the best overall return.

Question 25Counter Sales Operations and Salesmanship

A counter sales executive at a retail electronics store greets a customer who has just walked in and is looking around the display shelves. What is the most appropriate opening approach?

  1. Immediately quote the price of the most expensive item
  2. Ignore the customer until they ask for help directly
  3. Approach with a smile and offer a general, non-pressuring greeting Correct answer.
  4. Follow the customer silently around the store

Explanation

A friendly, low-pressure greeting acknowledges the customer without forcing a purchase decision, which builds comfort and trust. Ignoring or silently following creates discomfort, while quoting a premium price too early pressures the buyer before needs are known.

Question 26Counter Sales Operations and Salesmanship

In the counter sales process, the step that immediately follows 'approach' and 'need identification' is best described as:

  1. Closing the sale
  2. Post-sale follow-up
  3. Presentation and demonstration of the product Correct answer.
  4. Handling customer objections

Explanation

Once the salesperson has approached and understood the customer's needs, the next logical step is to present and demonstrate products that match those needs. Objection handling and closing come after the presentation, and follow-up occurs after the sale.

Question 27Counter Sales Operations and Salesmanship

A customer asks about a product feature the counter executive is not sure about. What is the professional response?

  1. Admit uncertainty and confirm the accurate detail before committing Correct answer.
  2. Guess confidently so the customer trusts you
  3. Tell the customer the feature does not matter
  4. Change the topic to a feature you know well

Explanation

Honesty preserves credibility; promising to verify the fact and returning with accurate information is more professional than guessing. Guessing risks misleading the customer and damaging trust if the claim proves false.

Question 28Counter Sales Operations and Salesmanship

The main purpose of a counter sales executive asking open questions during need identification is to:

  1. Test whether the customer is serious about buying
  2. Encourage the customer to describe requirements in their own words Correct answer.
  3. Confirm the price the customer can afford
  4. Rush the customer toward a quick decision

Explanation

Open questions invite descriptive answers that reveal the customer's real requirements, preferences, and constraints. This information lets the salesperson recommend suitable products rather than pushing a generic option.

Question 29Counter Sales Operations and Salesmanship

Which of the following best describes 'suggestion selling' at the counter?

  1. Refusing to sell unless the customer buys a bundle
  2. Offering a discount only if the customer buys more
  3. Recommending complementary products that add value to the main purchase Correct answer.
  4. Forcing the customer to buy extra items

Explanation

Suggestion selling recommends related or complementary items that genuinely enhance the customer's main purchase, such as a case with a phone. It is advisory and optional, not coercive or conditional.

Question 30Counter Sales Operations and Salesmanship

A customer says, 'This price is too high.' Which response best reflects good objection-handling technique?

  1. Say the price is fixed and walk away
  2. Acknowledge the concern and explain the product's value and features Correct answer.
  3. Agree that the price is unreasonable
  4. Offer an immediate large discount without discussion

Explanation

Effective objection handling acknowledges the customer's feeling and then reframes the price against the value and benefits delivered. This addresses the underlying concern rather than simply conceding or dismissing it.

Question 31Counter Sales Operations and Salesmanship

In the context of counter sales, 'closing the sale' refers to:

  1. Filing the day's sales records
  2. Returning unsold stock to the supplier
  3. Securing the customer's agreement to buy Correct answer.
  4. Locking the shop at the end of the day

Explanation

Closing the sale means obtaining the customer's commitment to purchase, often through a trial close or direct question. It is the decision point in the sales conversation, not an administrative or store-closing task.

Question 32Counter Sales Operations and Salesmanship

Why is active listening important for a counter sales executive?

  1. It helps the executive talk more than the customer
  2. It shortens the conversation by ignoring details
  3. It helps capture the customer's real needs and concerns Correct answer.
  4. It allows the executive to avoid answering questions

Explanation

Active listening means fully concentrating on what the customer says so their needs, preferences, and objections are understood accurately. This understanding enables a more relevant recommendation and stronger rapport.

Question 33Counter Sales Operations and Salesmanship

A counter sales executive notices a queue forming during peak hours. Which action best maintains both service quality and efficiency?

  1. Ask the queue to return the next day
  2. Serve only customers who look like they will buy expensive items
  3. Acknowledge waiting customers and manage service in an orderly, fair sequence Correct answer.
  4. Serve each customer at length regardless of the queue

Explanation

Acknowledging waiting customers and serving them fairly maintains goodwill while keeping the counter orderly. It balances thorough service with the practical need to move the queue efficiently.

Question 34Counter Sales Operations and Salesmanship

A customer is comparing two similar models and is undecided. What is the most effective sales technique?

  1. Pressure the customer to pick the higher-priced model
  2. Recommend the cheaper one without explanation
  3. Present a clear comparison of the key features relevant to the customer's stated needs Correct answer.
  4. Refuse to help until the customer decides

Explanation

When a customer is torn between options, a structured comparison tied to their stated needs helps them decide confidently. This respects their judgment while providing the information that reduces uncertainty.

Question 35Counter Sales Operations and Salesmanship

A customer wants to return an item within the store's stated return period. How should the counter executive handle it?

  1. Argue that the customer must have damaged the item
  2. Process the return politely according to the store's policy Correct answer.
  3. Offer a return only if the customer buys something else
  4. Refuse the return to protect sales figures

Explanation

Following the published return policy politely protects customer trust and store reputation. The counter executive's role is to apply policy consistently, not to obstruct legitimate returns or attach conditions.

Question 36Counter Sales Operations and Salesmanship

Which of the following is an example of a 'feature' being converted into a 'benefit' during a product presentation?

  1. This phone is the newest model in the store.
  2. This phone has a 5000 mAh battery.
  3. This phone's 5000 mAh battery lets you work all day without recharging. Correct answer.
  4. This phone comes in three colours.

Explanation

A feature is a factual attribute, while a benefit explains what that attribute does for the customer. Translating the large battery into 'work all day without recharging' connects the specification to a real user advantage.

Question 37Counter Sales Operations and Salesmanship

A customer says, 'I'll think about it and come back later.' What is the best counter sales response?

  1. Let the customer leave without any further interaction
  2. Politely probe for any unresolved concern and offer helpful information Correct answer.
  3. Insist the customer buy now before stock runs out
  4. Tell the customer that prices will rise immediately

Explanation

A polite probe can surface a hidden objection such as price, doubt, or comparison shopping, giving the executive a chance to address it. This keeps the door open without applying dishonest pressure.

Question 38Counter Sales Operations and Salesmanship

The role of 'up-selling' at the counter is best illustrated by:

  1. Adding a screen guard to a phone purchase
  2. Offering a customer a higher-specification model that better meets their needs Correct answer.
  3. Reducing the price to match a competitor
  4. Giving the customer a free gift

Explanation

Up-selling moves the customer to a higher-value or higher-specification option that genuinely fits their requirements better. Adding an accessory is cross-selling, while discounting or gifting are promotional tactics.

Question 39Counter Sales Operations and Salesmanship

Why should a counter sales executive record customer details accurately during a sale?

  1. To support warranty, service, and follow-up needs Correct answer.
  2. To sell the data to third parties
  3. To decide whether to serve the customer in future
  4. To compare the customer's spending with other customers

Explanation

Accurate customer records support warranty registration, after-sales service, and legitimate follow-up, which benefits both customer and store. Data must be handled responsibly and never misused.

Question 40Counter Sales Operations and Salesmanship

A customer becomes angry because a promised item is out of stock. What is the most professional first step?

  1. Blame the supplier for the shortage
  2. Listen calmly, apologise for the inconvenience, and offer alternatives Correct answer.
  3. Tell the customer to come back another day
  4. Argue that the customer should have come earlier

Explanation

Calm listening and a sincere apology defuse anger and show respect for the customer's frustration. Offering alternatives such as a similar model or an order option then moves toward a practical resolution.

Question 41Counter Sales Operations and Salesmanship

Which pricing communication practice is most appropriate at the counter?

  1. Quote a low price and add hidden charges at billing
  2. State the full price including applicable taxes clearly before billing Correct answer.
  3. Quote different prices to different customers based on appearance
  4. Avoid mentioning taxes until the customer asks

Explanation

Transparent pricing that includes applicable taxes prevents unpleasant surprises at billing and builds trust. Concealing charges or varying prices by appearance is both unethical and harmful to reputation.

Question 42Counter Sales Operations and Salesmanship

A counter executive uses the 'trial close' technique. Which example best represents it?

  1. Let me explain every feature again from the start.
  2. This is our best product; you must buy it.
  3. Please wait while I check the stock room.
  4. Would you like this delivered to your home or will you carry it today? Correct answer.

Explanation

A trial close tests the customer's readiness by asking a question that assumes the purchase decision, such as how they want the item delivered. It gauges commitment without directly demanding a yes or no.

Question 43Counter Sales Operations and Salesmanship

What is the primary ethical duty of a counter sales executive when a customer's needs would be better served by a product the store does not stock?

  1. Honestly inform the customer and suggest where suitable help may be found Correct answer.
  2. Persuade the customer that their need is unimportant
  3. Promise a product the store cannot supply
  4. Sell an unsuitable product to avoid losing the sale

Explanation

Ethical selling puts the customer's genuine interest first, even at the cost of a single sale. Honesty in such situations builds long-term trust and reputation, which benefits the store over time.

Question 44Counter Sales Operations and Salesmanship

A counter sales executive is preparing for a new product launch. Which preparation step best supports effective counter selling?

  1. Wait to learn about the product from customers
  2. Study the product's features, benefits, target customer, and likely objections Correct answer.
  3. Focus only on the product's price
  4. Memorise the marketing slogan only

Explanation

Thorough preparation covering features, benefits, target customers, and anticipated objections equips the executive to answer questions confidently and match products to needs. This depth of knowledge is what distinguishes effective counter selling.

Question 45Counter Sales Operations and Salesmanship

A customer is comparing a product in your store with one seen online at a lower price. What is the most balanced response?

  1. Immediately match any price the customer claims
  2. Highlight the store's value such as warranty support, service, and genuine products Correct answer.
  3. Refuse to discuss the online price
  4. Claim the online product is fake

Explanation

Emphasising genuine value such as warranty, after-sales service, and authenticity gives the customer a fair basis for comparison. This is more ethical and sustainable than disparaging competitors or blindly matching unverified prices.

Question 46Counter Sales Operations and Salesmanship

When a customer asks for a discount beyond the executive's authority, the best action is to:

  1. Politely explain the policy and refer the request to a supervisor if appropriate Correct answer.
  2. Refuse rudely and move to the next customer
  3. Grant the discount to close the sale quickly
  4. Promise the discount and later deny it

Explanation

Explaining the policy politely and escalating within the proper channel respects both the customer and store rules. Granting unauthorised discounts or making false promises creates financial and trust problems.

Question 47Counter Sales Operations and Salesmanship

A customer is buying a laptop for a student and mentions a limited budget but a need for reliability. Which recommendation approach is most sound?

  1. Tell the customer that budget does not matter
  2. Recommend the cheapest model regardless of reliability
  3. Recommend the most expensive model to maximise margin
  4. Recommend a model balancing reliability within budget and explain the trade-offs Correct answer.

Explanation

Matching a recommendation to both stated constraints, budget and reliability, and explaining trade-offs demonstrates needs-based selling. This builds trust and leads to a purchase the customer will not regret.

Question 48Counter Sales Operations and Salesmanship

Which sequence best reflects a logical counter sales process from first contact to after-sale?

  1. Identify needs, close, approach, present, follow up, handle objections
  2. Present, close, approach, handle objections, identify needs, follow up
  3. Close, approach, present, identify needs, follow up, handle objections
  4. Approach, identify needs, present and demonstrate, handle objections, close, follow up Correct answer.

Explanation

The logical flow begins with approach and need identification, then presentation and demonstration, objection handling, and closing, with follow-up after the sale. Each step builds on information gathered in the previous one.

Question 49Counter Sales Operations and Salesmanship

A counter executive consistently records every sale accurately, including discounts given and customer preferences. Which outcome does this disciplined practice most directly support?

  1. Higher personal commission regardless of sales
  2. Avoidance of all customer complaints
  3. Better inventory planning and more relevant future recommendations Correct answer.
  4. Elimination of the need for product knowledge

Explanation

Accurate sales and preference records help the store plan inventory and let the executive tailor future recommendations to customers. This data-driven discipline improves service quality and stock decisions over time.

Question 50Counter Sales Operations and Salesmanship

A customer at the counter asks about the warranty on a mixer grinder. Which document should the counter sales executive primarily rely on to give accurate warranty information?

  1. The manufacturer's warranty card supplied with the product Correct answer.
  2. The supplier's price list for the current month
  3. The store's daily sales summary
  4. The employee's personal memory of similar products

Explanation

Warranty terms are set by the manufacturer and are stated on the warranty card or in the product documentation supplied with the unit. The executive should consult that document so the customer receives accurate, verifiable information. Store sales summaries and price lists do not contain warranty terms, and personal memory is not a reliable source for a contractual promise.